Although there are several factors that lead to service fatigue in individuals and across teams, an absence of confident and competent leadership might just be the single biggest contributor to this workplace epidemic. Think about it: Every aspect of your work life is dependent on how leadership, from the executive suite down to shift managers,…
Read MoreThe only thing that stays the same is that everything changes. Were truer words ever spoken? Change is inevitable in every aspect of your life, and your work is no exception. But most can agree that change is hard. At work, change that is poorly communicated, inefficient, or otherwise unreliable is especially exasperating. It’s understandable…
Read MoreWhile I was writing my latest book, Bust Out of Service Fatigue, I stumbled across something interesting after developing the chapter called “Invest in Rest.” Want to know what I discovered? I realized wasn’t walking my talk. Rest isn’t just about sleeping enough or putting your feet up with a cup of hot tea. Rest…
Read MoreI know what you’re thinking: The concept of rest is a no-brainer when it comes to a book about service fatigue. If there’s one way to bust out once and for all, it makes sense to think the answer is simply to rest more. And sure, managing your rest— getting enough and of good quality—is…
Read MoreLet’s talk boundaries: what they are, why they’re important, and how they can help you and your team bust out of service fatigue once and for all. Boundaries are a hot topic right now, as we all learn more about how effective they are to maintain peace of mind. It’s so important to your mental…
Read MoreWatch an exclusive clip. Have you ever been on the receiving end of someone who needs to “vent”? How about a boss who explodes on you even when the issue at hand is not your fault? You know what I mean: the moment when a person needs to let out feelings in a strong, sometimes…
Read MoreTwo weeks ago, I talked with a recent program attendee in the technology field, providing amazing solutions to IT customers. He manages a team of people who must get on the phone to close sales. During our exploratory call he said, “I’ve got an issue with some of the team having phone fear. Can you…
Read MoreEvery year about this time I choose a theme for the coming year. I call it theme living, and it’s defined as choosing a word or short phrase to focus on starting January 1 and lasting for the next 365 days. Some years have been fun, like 1998, “The Year of No!” And some years were super challenging, like 2011, “No Soda, No Sass.” (For the record, giving up the…
Read MoreThis space is usually reserved for a monthly lesson on customer service, where I share my latest insights into helping you and your team deliver exceptional guest experiences every single time. We’ll return to that regularly scheduled programming soon, but first I’m excited to share a career milestone that I recently celebrated at the National Speakers Association annual conference in Las Vegas. This week,…
Read MoreI’m launching a new mini-series soon and it’s truly changed the way I’m thinking about things these days. Where did it all begin? It started by building a “brighter flashlight” to find my way through these uncertain times. Sharing some thoughts with you about all this in my latest video message. Be a Brighter Flashlight…
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